Privacy policy

Jolly Care Services ("we", "us") provides NDIS support coordination. This policy explains how we handle personal information in JollyCare SC — our web app, the participant and plan manager portal, and the JollyCare SC apps for iPhone and Android. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the NDIS Code of Conduct and Practice Standards.

Information we collect

• About NDIS participants: name, date of birth, NDIS number, contact details and address, preferred contact method, nominees, family and other contacts, NDIS plan dates and budgets, goals, support coordination and case notes, documents, reports, risk assessments and incident reports. Some of this is sensitive information, such as disability and health information.
• About nominees, family members and plan managers who use the portal: name, email address, relationship to the participant, and messages you send to your coordinator.
• About our staff: name, work email, phone, role, and the records they create.
• Sign-in and security information: sign-in times, the IP address and device used for changes (kept in an audit log), and — in the mobile apps — a notification token so we can send you alerts.

We do not use advertising, we do not track you across other apps or websites, and we do not sell personal information.

How we collect it

Mostly from participants and their nominees, and from staff while providing support. With consent, we also receive information from the NDIA (such as NDIS plans), referrers, other providers and plan managers.

Why we use it

• to provide and coordinate NDIS supports and to help participants use their plan;
• to prepare reports for the NDIA, and to meet NDIS record-keeping, incident management and complaints requirements;
• to claim and invoice for support coordination (the NDIA, plan managers or the participant);
• to keep the app secure, investigate problems and improve our service;
• to contact you about your supports, and to answer your questions.

We only collect sensitive information with consent, or where the law requires or allows it.

Who we share it with

• the NDIA and the NDIS Quality and Safeguards Commission, as the NDIS requires;
• the participant's plan manager, and providers the participant has agreed to be referred to;
• a participant's nominee or guardian;
• others where the law requires it, or to lessen a serious threat to someone's life, health or safety.

We use trusted service providers to run the app. Microsoft Azure hosts the app and its data in Australia (Sydney), sends our emails, and — if used — runs AI drafting of report sections. Report drafts are prepared from notes already in the app, are not used to train AI models, and are always checked by a coordinator. Apple and Google deliver notifications to the mobile apps; notifications contain only a short alert, not case notes. These providers may only use the information to provide their service to us.

Where it's stored and how we protect it

Information is stored in Microsoft data centres in Australia, and backups stay in Australia. It is encrypted in transit and at rest. Staff need two-step verification to sign in. Coordinators can only see the participants they are assigned to, and portal users can only see their own information. Every change is recorded in an audit log.

How long we keep it

NDIS providers must keep records of the supports they deliver. We keep participant records for at least 7 years after supports end — longer if the law requires, for example for a child — and then securely destroy them.

Accessing, correcting or deleting your information

You can ask to see or correct the information we hold about you; to do so, contact your support coordinator. We reply within 30 days. You can delete your sign-in account at any time: in the app, go to My account → Delete my account, or use our account deletion page. Deleting an account removes your sign-in and contact details. Records we must keep by law, such as case notes, are kept for the retention period above and then destroyed.

Children

The portal and apps are for adults. For participants under 18, a parent or guardian uses the portal on their behalf.

Complaints

If you have a privacy concern, contact your support coordinator, and we will respond within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or the NDIS Quality and Safeguards Commission (ndiscommission.gov.au, 1800 035 544).

Contact us

Jolly Care Services

We may update this policy. We'll post the new version here, with the date it changed.